Send a courteous acknowledgment when a support ticket has no matching approved answer and leave it open for an Agent.
Acknowledge hosting tickets overnight and hand waiting cases to support.
Customers get a receipt after hours, and your next support shift sees which tickets still need a personal reply in team chat.
Reply to common hosting and domain questions with approved answers.
Your customers hear back by email on familiar questions, while tickets needing a personal answer stay open for your support team.